A Day in the Life of a Director of Customer Success

SmartKarrot

Customer success departments have different structures in different companies. The Director of Customer Success comes somewhere in the middle of the corporate ladder. Mostly they report to the Vice President of Customer Success or the Chief Customer Officer. Source.

A Day in the Life of a Director of Customer Success

SmartKarrot

Customer success departments have different structures in different companies. The Director of Customer Success comes somewhere in the middle of the corporate ladder. Mostly they report to the Vice President of Customer Success or the Chief Customer Officer. Source.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

A No-Fuss Approach For Engaging Finance Advocates

Influitive

They’re analytical, logical, and natural leaders. Their work is cyclical and driven by unmovable deadlines, which may impact the time and the way they interact with an advocate marketing program,” says Lisbeth Hansen , Director, Customer Advocacy at Demand Spring. It is very hard to catch their attention,” says Elisabetta Pierallini , Director of Global Events, Customer Advocacy and Italy Marketing Manager at Tagetik.

AskNicely NPS Software Now Available on the Salesforce AppExchange

AskNicely

announces its NPS software — the perennial #1 recommended software for Customer Feedback on G2Crowd — is now on the Salesforce AppExchange. Quickly and easily automate the customer feedback loop to improve your customer experience, be more effective at every touchpoint, and amplify growth. Companies using Salesforce can now collect and analyze real-time sentiment from every customer at any point in the customer journey. AskNicely, Inc.

Dec 22 – Customer Success Jobs

SmartKarrot

Role: VP, Customer Success Location: San Francisco Bay Area, US Organization: NexHealth As a VP of Customer Success, you will inspire, recruit, and develop top talent Customer Success team leaders and members who bring a customer-centric view to their everyday roles.

Nov 18 – Customer Success Jobs

SmartKarrot

Role: Director, Customer Success Location: Toronto, Ontario, Canada Organization: Book4Time Inc. As a Director of Customer Success, you will assume direct responsibility for a handful of extremely strategic customers in providing a white-glove level of Customer Success.

InformaTech

Customer Success Tech Maturity Model

CustomerSuccessBox

A lot of Customer Success leaders and Founders I have talked to since starting at CustomerSuccessBox have been confused about what customer tech stack to use at their SaaS businesses. Some think that a CRM should suffice whereas others want to build their own dashboards on top of analytics tools. So this got me thinking about what should be the Customer Success Tech Maturity Model. However, Customer Success technology is young and evolving.

CRM 66

CSM Team Performance Metrics That Matter

CSM Practice

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. But how do you measure the effectiveness of your customer success team and their playbooks?

Using Customer Satisfaction Metrics: NPS Best Practices

Totango

Luckily, there’s a measure for that, too: customer satisfaction metrics. Customer satisfaction quantifies the degree to which a customer is pleased by a product, brand, or overall experience. If you don’t measure customer satisfaction, you may be blindsided by customers who churn or discourage others from working with you. How to Track Customer Satisfaction with NPS . It is an index that assigns customers a score from one to ten.

Customer Success Team Performance Metrics That Matter

CSM Practice

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. But how do you measure the effectiveness of your customer success team and their playbooks?

Customer Success Team Performance Metrics That Matter

CSM Practice

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. But how do you measure the effectiveness of your customer success team and their playbooks?

InformaTech

How to win friends and influence people with Workforce Management

teleopti

Increasing industry consolidation, decreasing customer loyalty and the viral power of social media are just some of the challenges facing business leaders today and they need to master them all to succeed. How do they inspire their teams to find new ways to win new business and delight existing customers? How do they galvanize customer service teams to manage social media interactions positively and in real-time? Turn customer journeys into business journeys.

Customer Engagement Leads to Competitive Advantage for B2B Companies, Says New Study

CSM Magazine

According to a new report, the practice of Revenue Lifecycle Management—a prescriptive, systemic approach to maximizing revenue throughout the lifetime of the customer relationship—correlates directly with positive measures of corporate performance such as greater overall revenue growth, revenue expansion from existing customers and higher customer renewal rates. Retaining existing customers is among the top priorities (51 percent). Customer Service News

B2B 40

Announcing the Winners of ChurnZero’s 2020 ChurnHero Awards

ChurnZero

Superior Customer Success programs set great companies apart from their peers. Aligning client and vendor goals to create mutually beneficial outcomes can make a big splash – not just on customer loyalty and happiness, but also your bottom line. That’s why, starting this year, we’ll recognize organizations that have shown a commitment to fostering customer centricity with the 2020 ChurnHero Awards. and “how should customers feel during and after onboarding?”.

Building Loyalty: B2B Digital Marketing and Customer Retention Nowadays

Amity

Reaching new customers has never been an easy job. It is extremely important to make sure that the customers you’ve already attracted to your company stay with your company. To be specific, it is estimated that customers, who had bought from you 2 times before, convert (make a store purchase) 9 times more often than those who were your first time buyers. Here are a few tricks you can use to broaden your customer base: Adapt to your customers.

B2B 58

ChurnZero’s 10 Customer Success Leaders to Watch in 2019

ChurnZero

At ChurnZero, our mission is to be the best Customer Success platform out there – and Customer Success teams sit at the heart of this goal. Since the field of Customer Success is still maturing, we feel it’s key to learn from others in the industry. There are Customer Success leaders out there who are always looking at things a little differently, who are ahead of the curve and who are continually learning and pushing innovation. Customer Success Around the Web.

Celebrating the Successes and Achievements of Calabrio Customers

Calabrio

We’re all about our customers, and we judge ourselves by our ability to add tangible business value to their contact centers around the world, from easily managing soaring inbound volumes across multiple communication channels to leveraging new levels of customer experience intelligence to drive deeper engagement with customers. This year we also launched our first-ever analytics competition , so there was even more to celebrate. ANALYTICS COMPETITION WINNERS.

The Bank Branch Digital Transformation Trifecta

Avaya

In 2016, Ernst & Young introduced its Banking Relevance Index (BRI), designed to measure the importance of traditional banks to customers’ lives. The emergence of digital-only banks and alternative payment methods, combined with rapidly evolving customer needs and preferences, has undoubtedly turned the market on its head. Consider that only 14% of customers worldwide feel “extremely confident” in the banking industry , yet bank reliance remains strong.

Why Is It Important for Customer Support to Use Social Media

ProProfs Chat

This has seen new forms of customer support come in. Social media is the latest of these ways and is changing the way customer service is provided. Moreover, it has become an obsession for businesses as well as customers. Top companies are upping their customer service by being readily available on social media and responding to customers’ queries promptly. Customers are now demanding brands to allow for social customer service.

Your Guide to Choosing the Best NPS Software

AskNicely

How to Choose The Best NPS Software For Your Customer Feedback Program. You understand NPS best practices and have a plan in place to create an awesome program that will automate voice of the customer and parlay that into advocacy. You are ready to go from customer conscious to customer powered. As a result, you’ll need to ask your customers to follow a link to respond to the survey. Customization. Customization will increase your response rates.

10 Principles of a Successful Customer Strategy

CSM Magazine

The conventional approach to gaining customers, based on picking a segment of purchasers to target and developing products for that segment, is no longer enough. A customer strategy goes further: It is the articulation of the distinctive value and experience your company will deliver to a chosen set of customers over three to five years, along with the offerings, channels, operating model, and capabilities you will need. Know your customers at a granular level.

Why a Chatbot Alone Isn’t the Answer

CSM Magazine

Sarah Al-Hussaini, Co-Founder and COO of Ultimate.ai, explains why chatbots must be part of the customer journey if their full potential is to be realized. When it comes to chatbots, there are generally two types of sentiment in the market amongst customer service leaders. The first is that customer service leaders feel pressured by their C-level teams to acquire this burgeoning technology, which they assume is a kind of “off-the-shelf” “plug-and-play” solution. (It’s

ChurnZero’s 10 Customer Success Leaders to Watch in 2020

ChurnZero

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020. 1) Yamini Rangan, (First) Chief Customer Officer, HubSpot . Yamini joins HubSpot from Dropbox where she was their Chief Customer Officer.

Create a Winning Customer-Centric Marketing Strategy

Help Scout

It’s likely not a surprise to you that putting your customer first is good for business. But building a customer-centric marketing strategy for your business can be difficult. Not only is uncovering what your customers truly want difficult, but it can also often feel like it’s directly in opposition to your business’s best interests (“I’m afraid we can’t discount that product by 99%, and I can’t give you our CEO’s phone number.”). What is customer-centric marketing?